Hi, I’m
Jodana Joseph
Representative
Fort Lauderdale ,FL
Summary
Results driven professional, skilled in training,
coaching, mentoring, problem solving,
Dedicated to delivering the highest quality
customer service, administrative assistance via responsiveness, reliability, assurance, empathy and professionalism.
Overview
16
years of professional experience
Work History
Apotex Corp.Miramara , FL
Customer Quality Representative
12.2019 - Current
Job overview
- Communicate with Legal Team concerning legal related issues
- Contact warehouse via email for product distribution.
- Communicate with FDA concerning quality product complaints/adverse reactions & efficacy issues.
- Correspond with Accounting Department for pharmacy/wholesaler/distributor/customer credit and reimbursement.
- Correspond with wholesaler customers providing donation products.
- Connect pharmacy's to Drug Information department for Medical Professional advice.
- Create FedEx/UPS Label and Call Tags to customers/consumer/pharmacy/wholesaler/distributor/3rd party in collecting complaint samples and track returns of complaint samples.
- Perform daily EOD reviews of cases to ensure no deviation.
- Review comments on Amazon & Facebook.
- Review and create expired license reports.
- Communicate with Drug Safety for adverse related issues.
- Create OTB reports for company financial department.
- SDS request reports.
- Review daily emails and respond accordingly.
- Distribute emails to team.
- Create Acknowledgement letter for manufacturing sites.
- Used Microsoft Word and other software tools to create documents and other communications
- Implement cost-saving initiatives that addressed long-standing problems
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
Memorial Healthcare SystemMiaramar, FL
Compliance Clerk
11.2016 - 11.2019
Job overview
- Processing and distributing compliance
- Adheres to relevant laws and procedures
- Scan documents to appropriate database
- Note medical paper mail with correct medical codes
- Review claim and authorization denial
- Communicate with management via email
- Mail out documents
- Maintained facility-related materials and supplies
- Entered into record-keeping systems appropriate data needed to create new records or update existing ones
- Collected detailed notes on investigations and other communication to adhere to legal requirements and enhance recordkeeping
- Investigated incidents and accidents to identify causes and potential preventive measures
- Advised clients on compliance fraud and investigations, as well as potential remedies and required actions
Memorial Hospital/SFCCNMiramar , FL
Member Service Coordinator
03.2014 - 07.2016
Job overview
- Responsible for communicating with Physicians, insurers, patients, and dependents via telephone for several line of business.
- Effective liaison between members, staff, physician offices and various HMO's and Medical plans.
- Emphasizes member education, customer service and front-line problem solving
- Resolving member and/or provider billing issues.
- Perform insurance verification
- Review prior authorization
- Managed over 50 customer calls per day
- Cross-trained and provided backup support for organizational leadership
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
Caremark Mail Order PharmacyMiramar , FL
Lead New Rx/Customer Service Representative
04.2006 - 03.2012
Job overview
- Take on team escalating calls
- Delegating tasks of team members
- Motivating team to effectively achieve goals
- Process new mail order prescriptions request via phone from physicians and patients
- Effectively diffuse and resolve member issues regarding prescription request
- Educate patients on benefits of mail order prescription process
- Research and investigate delays on orders and provide timely feedback to patients and doctors
- Contact pharmacy for prescription transfers
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Updated account information to maintain customer records
- Answered customer telephone calls promptly to avoid on-hold wait times
- Increased efficiency and performance by monitoring team member productivity and providing feedback
- Implemented and developed customer service training processes
- Handle 60 or more calls per day
Education
North Miami Senior High School Miami, FL
High School Diploma
07.1999
Skills
- Microsoft Word, Excel, Access, PowerPoint, Outlook Express, Microsoft Windows, XP and Microsoft Office XP, Presentations, Spreadsheet, Email communication, Microsoft Edge, HTML, JavaScript, IOS/Swift, WordPress
- Ability to handle busy workload, work Independently and under pressure
- Able to tackle variety of challenging work
- Excellent communication and team building skills
- Leadership experience
- Collaboration talent
REFERENCE
Available upon request
Timeline
Customer Quality Representative
Apotex Corp.
12.2019 - Current
Compliance Clerk
Memorial Healthcare System
11.2016 - 11.2019
Member Service Coordinator
Memorial Hospital/SFCCN
03.2014 - 07.2016
Lead New Rx/Customer Service Representative
Caremark Mail Order Pharmacy
04.2006 - 03.2012
North Miami Senior High School
High School Diploma
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